Service Quality Assurance Officer at United Bank for Africa Plc (UBA) – Lagos

United Bank for Africa Plc is recruiting a full-time, on-site Service Quality Assurance Officer in Lagos to monitor banking-service quality across customer interactions, transactions and operational channels.

Responsibilities

• Review customer-service interactions and transactions against UBA’s service standards and applicable regulatory requirements.
• Conduct quality checks, audits and process reviews across service channels.
• Identify recurring gaps, analyse customer feedback and recommend appropriate corrective actions.
• Prepare quality reports, performance metrics and root-cause analysis for operations teams.
• Collaborate with branch and service teams on improvements and implementation of recommendations.
• Support training and coaching to promote consistent service delivery.

Requirements

• Strong quality-assurance, quality-control and quality-management knowledge, including service metrics and audit processes.
• Ability to document process reviews, identify compliance issues and apply structured quality frameworks such as GMP principles where relevant.
• Analytical and reporting skills, root-cause analysis and confident cross-team communication.
• Bachelor’s degree in Business, Finance, Quality Management or a related area is preferred; relevant quality certifications are advantageous.
• Experience in banking or service quality and awareness of financial-sector risk requirements are advantages.